Provide advanced technical support for Avaya Cloud Contact Center IVR systems, addressing and resolving complex issues.
Configure and manage cloud-based IVR call flows, scripts, and routing rules to optimize customer experience and operational efficiency, including performing Add, Change, and Delete requests for contact center users.
Diagnose and troubleshoot IVR-related issues, identifying root causes and implementing effective solutions in a cloud environment.
Monitor cloud IVR system performance, analyze metrics, and suggest improvements to enhance reliability and effectiveness.
Maintain detailed documentation of IVR configurations, changes, and support procedures.
Qualification/Skills
In-depth knowledge of Avaya Cloud Contact Center IVR systems.
Proficiency in cloud-based IVR scripting and call flow design.
Experience with cloud telephony systems, VoIP, and related technologies.
Familiarity with CRM and cloud contact center software integrations.
Customer-oriented with a focus on delivering high-quality support.
Relevant certifications in cloud IVR systems or contact center technologies are a plus.